Product & Design 29 min listen
Intercom’s Karen Church on product analytics
How are customers using the product? Are they finding value in it? What story do those insights tell us about…
Geoffrey Keating
Latest posts by Geoffrey Keating
News & Updates 1 min watch
Behind the scenes: The Inside Intercom World Tour
The events team at Intercom began this year with the goal of creating a series of events that was a…
Customer Engagement 2 min read
Learn how to nurture new signups beyond the free trial
The SaaS law of averages suggests 40-60% of people who sign up for a free trial of your software will…
Product & Design 4 min read
Behind the design of Intercom on Starting Up
When we started work on our latest book, Intercom on Starting Up, we wanted to provide readers with a truly…
Customer Engagement 7 min read
If acquisition is easy, retention can be too
Peter Drucker once said the only purpose of a business is to make and keep a customer. For the past…
Customer Engagement 5 min read
What everyone ought to know about subject lines
In most things in life, roughly 80% of effects come from only 20% of the causes. 80% of Warren Buffet’s…
Customer Engagement 4 min read
What our data says about the best time to send messages
When it comes to communicating with customers, we often focus on the right words and the right medium, but far…
Product & Design 25 min listen
Scott Belsky on the importance of your product’s first mile
Entrepreneur, author and investor Scott Belsky calls this your product’s “first mile”, and he’s seen first hand what it takes…
Product & Design 5 min read
SMS is making everything old new again
Most assume we’re heading towards a winner-takes-all future where all our messaging will take place in one app. But the resilience of SMS shows us that talking about winners and losers is the wrong conversation.